For Heads of Service Design, Customer Experience, and Digital Services designing services around user journeys and life events.
Embedded feedback loops, personalisation, omni-channel access, and published service-level metrics.
| Half-Day | Full-Day | |
|---|---|---|
| Format | 3.5–4 hours, in-person | 6.5–7 hours, remote (two sessions) or onsite |
| Price (USD) | $7,000–$10,000 (+ travel) | $12,000–$15,000 (+ travel if onsite) |
| Pre-work | FGX 45 Q16, Q17, Q20, Q21, Q23, Q27, Q28, Q29 + 1–2 priority services to map | Half-day pre-work + end-to-end transaction data, service performance metrics, citizen feedback samples |
| Includes | End-to-end journey mapping, life-event design sprint, omni-channel & 24/7 scan, feedback loop design | Full life-event service redesign, omni-channel operating model, personalisation framework, service-level metrics & publication plan, 90-day service backlog |
| Outputs | Journey map, life-event service prototype, feedback loop design, 5 service commitments | Life-event service blueprint, omni-channel operating model, personalisation framework, service metrics dashboard plan, 12-month service roadmap |
Optional role-lens breakouts: Frontline & contact centre · Digital channels · Life-event services · Personalisation & data · Accessibility & inclusion
Who it's for: Heads of Service Design, CX, Digital Services, contact centre leaders, frontline service managers.
➜ [Scope this workshop](mailto:hello@fgi.digital?subject=Scope%20Service%20Design%203.0%20workshop)